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Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator. 

I am trying to get the umber from the string but getting the “Invalid Syntax - One of its operands is invalid.” error, will someone help me with this.substring('Your request to Terminate for Test User ID number 12345',indexOf(length(replace('Your request to Terminate for Test User ID number 12345 has been approved and has completed','has been approved and has completed','')),'number',0)) 

We are seeing problems with the Azure DevOps - Orch - add Attachment within a freshservice Automator flow.The attachment is visible in AzureDevOps but it changes the name of the Attachment in to number letter code for example:aaa11a11-11a1-a111111a1aaa (letters and numbers are fictional)In this way the delivered attachment can't be opened after downloadWhen you change the name of this attachment to the original name with extension added after downloading the attachment you can open it.Does anyone know how to resolve this? It started on the 10th of August 2023Thanks in AdvanceWith regardsHelga 

Is there a way to turn off the SLA time within the Android FreshDesk app? I have it turned off when I go to the admin - workflows - ticket fields - status settings, but when I open the app on my phone, I still see the alerts “OVERDUE” and “RESPONSE DUE”. I would like to have those turned off, so any help would be greatly appreciated.

We have a SQL database maintained by IT that includes all users (and associated data) we would want to sync into FreshService? There are options to sync AD, Azure, etc., but is it possible to sync our users/requesters with our SQL database?

Hi. I am currently customising our business requester / front end portal in Freshservice and I’m trying to work out how I can hide OR remove the bottom section (as shown in the attached image). Does anyone know if this can be done? TIA. :)

Hi there. I am currently re-branding our requester portal in FreshService and I noticed that the formatting of the banner changes on different screens. Is there a way to keep the positioning/scale the same across different devices / screens? TIA!

When I open In personal Freshdesk Canned Responses its empty. But when I manage tickets and insert there canned responses they are in place.Also I can’t share  New Canned Responses. 

Hi Everyone,We have a very basic requirement to create a dropdown field on ticket form which only displays the values not used in any other tickets in Freshservice. There is no option to create a backend reference field and read the values based on say a flag.Has anyone come across such a scenario and have some solution on how to achieve this.Any pointers will be much appreciated.Thank you,Ankesh

We use Fresh Service in MSP mode and we have a customer who is interested in connecting their RMM (Remote Monitoring & Management) tool to Fresh Service in order to see the tickets in their own RMM tool portal rather than visiting FS.My questions(a) can the FS API be restricted to just share the tickets of a single company (aka department)?(b) can a customer of ours use that API or is it just for us as paying customer of FW?  (c) could this be achieved in a custom app?Thanks!

Is there a parameter for the reporting manager of the agent on the ticket? I’d like to send an email to them in a workflow.

Hello,I want to make it so that you cannot change the Requester when you ordered something from the Service Catalog. Have been told that it is not possible to disable it but can you make it so that you cannot click on the field to change? How can it be done?Thanks in advance. :)

To clarify, I’m asking YOU how YOU do YOUR scheduling. How can our company use Freshdesk to schedule tickets while getting an overview of who is doing what, where, and when? I’m having an incredibly difficult time grasping the concept of scheduling a date and time to resolve an open ticket. If I’m assigned a ticket on Monday that needs to be resolved by Friday, how would you suggest I add this ticket to my Outlook calendar? This should be an extremely basic function yet several support agents have be unable to suggest anything other than “use Google”.  We do not use Google. We use M365. None have even thought to suggest the Zapier integration which I have started to test but find quite limited. 

Hi,Part of activity is recurring and we need to remind some of our customers to send us specific information/document every month / every quarter / every year.I know which companies have to receive those messages from my custom fields.Can I schedule from Freshdesk a recurring automatic email that would create a ticket so that my customer only have to answer to it ? Today, I use Blossom.

Since this basic function isn’t built-in to one of leading ticketing systems, how are people scheduling tickets with Outlook? I’ve asked about Outlook Calendar integration with support chat and via direct email to support@freshdesk.com. Freshdesk has not provided a response.   There’s not even a ‘calendar’ tag available in this forum. Are people just not using calendars any more? How to you schedule your day and week? 

Since a day or 2, the number of Open tickets on my dashboard is wrong and shows 1 ticket more than there actually are open tickets.Anybody have the same issue?It's quite annoying to think there is an open ticket, when there isn't any.

Hi. Is there a way to add a feature in Freshservice so that the agent can see the approval status? For example, adding in accepted / rejected into the state column. Thanks in advance!

Hello all, I have the following use case. We run an internal IT support for our company with offices in different European countries. I have created workspaces for the different countries. For the use case, let's take Spain and Germany as an example. There can be tickets that are created in Spain (and also with Spanish content), but are processed at 3rd level in Germany. If we simply move the ticket between the workspaces, the support staff in Germany will have a ticket with Spanish content and a Spanish reporter. (Note: the spanish support staff do not speak german and the german support staff do not speak spanish)Is there a good workaround to create a kind of internal copy for a ticket that is translated into English by the Spanish support staff and then moved to the German workspace? Or are there similar use cases in other countries that have been solved differently? Thanks in advance for your input and sorry if I am completely wrong with this question!

Hello! Our development team is attempting to add one of our Freshsales classic web forms to our company’s website. However, they mentioned that the code snippet provided for the classic web form is not enough. They are requesting additional code or a predefined element id to actually mount the form to the site. Has anyone else experienced this or know where to find it in Freshsales? Thanks!

I want to add a 2 week duration to a ticket.  I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}"What am I missing?

Hi, Support should be able to switch a public note to private and vice-versa. Thanks, Bilel

Will you solution with Freddy AI work with all languages as OpenAI dos or only the major ones? More specific could Freshchat and Freddy AI talk to our customers in Norwegian?

is there anyone facing Facebook and Instagram oEmbeds Breaking Issue?? 

I want to make a workflow for mails recieved between Saturday 20:00 to Monday 05:00.For the saturday i try this: if(weekday({{ticket.created_at}}) == 7 and substring({{ticket.created_at}},11,13) > 20) But i keep getting "invalid operator” errors. als i cant seem to find a list of what format the value of the placeholders (like {{ticket.created_at}}) are.Can someone help me on how i can do this?  

Hello,I would like to know in freshservice, how can I do a list view by service item ?This field does not exist in filters.Can I add this field to use ?I need to know tickets by service items.Thank you.